Technical Support Specialist

1 week ago


Annapolis Junction, Maryland, United States Avid Technology Professionals, LLC Full time
Position Overview
As a vital member of our team, the Help Desk Specialist is responsible for ensuring the seamless operation of our internet-like collaboration services within a government intranet environment. This role requires a commitment to providing exceptional service availability monitoring and help desk support to a diverse user community.

Key Responsibilities
- Monitor service health and status, taking proactive measures during service interruptions.
- Execute standard operating procedures (SOPs) for troubleshooting to identify issues, followed by restarting services or servers as necessary.
- Document and relay outage information effectively to colleagues and clients.
- Respond to customer service inquiries via various channels, including phone, email, chat, and ticketing systems, providing tier 1 and 2 support.
- Maintain detailed records of all interactions in the ServiceNow ticketing system, escalating issues when required.
- Offer basic guidance on service usage to both internal and external clients.
- Assist in troubleshooting user accounts and access issues within the collaboration environment.
- Mentor and train junior team members to enhance their skills and knowledge.

About Avid Technology Professionals
Avid Technology Professionals, LLC (ATP) is a leading provider of software and systems engineering, as well as acquisition program management services. We are dedicated to addressing the IT challenges faced by federal and commercial sectors through our expert solutions.

Employee Benefits
The ATP Employee Benefits package includes:
  • A supportive and equitable work environment that is both stimulating and challenging.
  • Competitive hourly salary.
  • Unique employee success sharing program.
  • Automatic approved overtime, subject to contract provisions.
  • Retirement pay (401K) with a profit-sharing component.
  • Comprehensive medical coverage plans.
  • Flexible dental plan options.
  • Progressive overtime policy.
  • Flexible spending account benefits.
  • Lucrative referral bonus policy.
  • Holiday scheduling aligned with government holidays.
  • Robust professional expenses and training program.
  • Computer and internet allowances.
  • Short and long-term disability coverage.
  • Life insurance options.


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